Life insurance

Help and support

How do I...

Make a claim?

Your first step is to let us know - we'll then let you know what we need.

Things to think about...

  • We'll talk you through what happens next. Please have your plan number handy so we can find you on our system quickly.
  • You’ll probably be asked to complete a claim form. This gathers all the important information we need to clarify your claim. With critical illness claims, we’ll probably call you at a convenient time to go through the information we need.
  • If we need extra information, such as a death certificate or medical details, we’ll let you know. We aim to pay life insurance claims or make a decision about a critical illness claim within five working days of receiving everything we need. If there is any delay, we’ll let you know why. Read our claims guide for more details and how you can access additional support.
  • If you’re claiming on behalf of someone else, that’s fine. We’ll talk you through the next steps.

Call us on 0370 243 0827
Lines are open Monday to Friday, 9.00am - 5.00pm

Tell you my circumstances have changed?

Please call us. One of our customer navigators will get the ball rolling.

Things to think about...

  • You can usually change your cover without having to give us any more details about your health or lifestyle. This may depend on your age when you change your insurance.
  • It’s quite normal to make changes to your insurance as your life changes. The Level Protection Plan and the Adaptable Life Plan allow you to review and change your cover at certain times in your life.

For example, if you:

  • Increase your mortgage
  • Get married or enter a civil partnership
  • Get divorced or dissolve a civil partnership
  • Become a parent, either naturally or by adoption
  • Get a salary increase of 10% or more.
  • If you have a Decreasing Mortgage Cover Plan, you can increase your cover when you increase your mortgage, take out a commercial loan or increase a commercial loan. You can also reduce your cover if you need to.
  • Check your plan documents to see if you can make changes to your plan. In our Level Protection Plan and the Decreasing Mortgage Cover Plan documents we call this change the ‘guaranteed insurability option’ and in the Adaptable Life Plan documents, it’s called ‘special event benefit’.
  • Full details can be found in the key features documents you received when you first took out your plan.

Call us on 0800 587 9040
Lines are open Monday to Friday 8.00am - 5.30pm, excluding bank holidays

Change my contact details

Please call us. One of our customer navigators will get the ball rolling.

Things to think about...

We’ll need evidence of any change to your name or address, so there may be a bit of paperwork to dig out. Your customer navigator will give you all the details.

Call us on 0800 587 9040
Lines are open Monday to Friday 8.00am - 5.30pm, excluding bank holidays

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